Call Quality Analyst

Job Title: Quality Auditor

Location: Netaji Subhash Place

Salary Range: Up to 35,000 INR per month

Key Responsibilities:

Call Evaluation:

Listen to recorded or live customer service calls to evaluate and assess agent performance.
Analyze calls against predefined quality metrics and standards.
Identify areas where agents excel and areas that need improvement.
Quality Assessment:

Develop and maintain a standardised evaluation process to measure call quality.
Score calls based on predefined criteria, such as adherence to scripts, professionalism, accuracy, and resolution of customer issues.
Provide objective feedback to customer service representatives to help them improve their performance.
Feedback and Coaching:

Conduct regular feedback sessions with agents to discuss call evaluation results.
Provide constructive feedback and coaching to help agents enhance their skills and meet performance goals.
Collaborate with supervisors and managers to create individual improvement plans for underperforming agents.
Data Analysis:

Analyse call quality data and trends to identify recurring issues or training needs.
Prepare reports and summaries of findings to share with management and stakeholders.
Process Improvement:

Collaborate with training teams to develop and update training materials and programs.
Participate in the development of new processes and best practices to enhance overall call quality.
Compliance and Documentation:

Ensure that agents comply with company policies, procedures, and industry regulations.
Maintain detailed records of call evaluations and feedback sessions.
Continuous Learning:

Stay updated on industry trends and best practices in call center quality assurance.
Required Skills & Responsibilities:

Detail-oriented
Active listening
Fault finding and gap analysis skills
Honesty
Integrity
Coaching skills
Minimum 2 years of experience in audit at the BPO level for chat, email, and calls.
Job Types: Full-time, Permanent

Salary: ₹20,000.00 - ₹35,000.00 per month

Schedule:

Rotational shift
Supplemental pay types:

Joining bonus
Performance bonus
Ability to commute/relocate:

Delhi, Delhi: Reliably commute or planning to relocate before starting work (Required)
Education:

Bachelor's (Preferred)
Work Location: In person